A Delta customer service representative assured Grace that her sister would be able to fly, even though she had just lost her wallet containing her identifications. Of course, when Grace’s sister arrived the next morning at the airport, Delta’s counter agents refused to let her anywhere near the gate until she produced a photo ID. After two hours on the phone, Grace’s parents tracked down an old learner’s permit and drove 20 miles to fax a copy to the airport. Now Grace wants to know why Delta’s customer service agents weren’t familiar with Delta’s policies, and what, if anything Delta can do to compensate her for the wasted time.

According to a tipster, Time Warner Cable resets their complaint list every three months, allowing users with shoddy service to continually request perks like free premium channels year-round without reprisal.